[PPT]Transactional Analysis - Department of ?· Web viewTitle Transactional Analysis Author Carol Elliott…

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  • Successful Professional Salespeople . . .

    Are psychologists first, being students of people, sensitive to feelings and emotions, not anxious to rush into a presentation until they know the kind of person they are dealing with.Understand people:Have one thing in common: theyre different, so what appeals to one person may not work with anotherDo business with people they like, all other things equalDo business with people they like, all other things NOT equal (Lee Iacocca)Must buy you before they will buy your productAre excellent communicators

  • Psychological and Sociological Theories of Human Attitudes and Behavior

    Transactional Analysis

    Social Styles

  • What Does That Mean?

    This morning, John said to Mary, Why dont I take you to dinner tonight? Explain what John meant likely depended on how he asked the question.

  • Honey, Have You Seen My Car Keys?

    Harry and Wilma are husband and wife. One morning, Harry is running late for work and cant find his car keys. When he asks for Wilmas assistance in finding them, they eventually get into an argument. Whos fault was it?

  • Dont Grump At Me

    One summer evening recently, a lady walks into a restaurant of a well-known national chain. She places an order after waiting in line for another lady friend and four kids who are with her. After receiving her food, she discovers she did not get everything she ordered. She returns to the counter and complains, First, I have to wait and wait to place my order. Then, you mess it up on top of that. Robbie, who had taken her order makes a mistake in responding to the complaint. What did Robbie do? What should Robbie have done?

  • Theres A Good Farmer

    Lukes father would often take the family for a drive around the countryside after supper on Sunday. His father liked to look at other farms. Lukes father would sometimes say, Hes a good farmer when driving by a farm. What was the basis for his fathers conclusion?

  • Well It Worked the Last Time

    Charlene had a very successful sales call when she called on Herman. She had tons of information and Herman was seemingly interested in every detail, every number, every fact. When she gave the same presentation on her next stop with Paul it backfired. What went wrong and why?

  • Transactional Analysis

    A model for explaining why and how:People think like they doPeople act like they doPeople interact/communicate with othersBased on published psychological work such as:Games People Play (Dr. Eric Berne)Im OK - - Youre OK (Dr. Tom Harris)Born to Win (Dr. Dorothy Jongeward)

  • Our Brain (according to Berne)

    Determines what we think and how we actActs like a tape recorder while recording

    Events

    Associated feelings

    Has 3 distinct parts or ego states

    Parent

    Adult

    Child

  • Parent Ego State

    Thoughts, feelings, attitudes, behavioral patterns based on messages or lessons learned from parents and other parental or authoritarian sourcesShoulds and should nots; oughts and ought nots; always and neverPrejudicial views (not based on logic or facts) on things such as:

    religiondresssalespeople

    traditionsworkproducts

    moneyraising childrencompanies

    Nurturing views (sympathetic, caring views)Critical views (fault finding, judgmental, condescending views)

  • Adult Ego State

    Thoughts, feelings, attitudes, behavioral patterns based on objective analysis of information (data, facts)

    Make decisions based on logic, computations, probabilities, etc. (not emotion)

  • Child Ego State

    Thoughts, feelings, attitudes, behavioral patterns based on child-like emotions, impulses, feelings we have experiencedChild-like examples

    Impulsive

    Self-centered

    Angry

    Fearful

    Happy

    Pleasure seeking

    Rebellious

    Happy

    Curious

    Eager to please

  • Ego Portraits

    People have favorite, preferred ego state, depicted by larger circle in a diagram

    ParentAdultChild

    P

    A

    C

    P

    A

    C

    P

    A

    C

  • Human Interaction Analysis

    A transaction = any interaction or communication between 2 peoplePeople send and receive messages out of and into their different ego statesHow people say something (what others hear?) just as important as what is saidTypes of communication, interactions

    Complementary

    Crossed

    Ulterior

  • Intonations: Its the Way You Say It!

    Placement of the emphasis

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    Why dont I take you to dinner tonight?

    What it means

    I was going to take someone else.

    Instead of the guy you were going with.

    Im trying to find a reason why I shouldnt take you.

    Do you have a problem with me?

    Instead of going on your own.

    Instead of lunch tomorrow.

    Not tomorrow night.

  • Complementary Transactions

    Interactions, responses, actions regarded as appropriate and expected from another person.Parallel communication arrows, communication continues.

    Example 1:#1What time do you have?

    #2Ive got 11:15.

    P

    A

    C

    P

    A

    C

  • Complementary Transactions contd

    Example 2:

    P

    A

    C

    P

    A

    C

    #1Youre late again!

    #2Im sorry. It wont

    happen again.

  • Crossed Transactions

    Interactions, responses, actions NOT regarded as appropriate or expected from another person.Crossed communication arrows, communication breakdown.

    Example 1#1What time do you have?

    #2Theres a clock on the wall, why dont you figure it out yourself?

    P

    A

    C

    P

    A

    C

  • Crossed Transactions contd

    Example 2#1Youre late again!

    #2Yeah, I know, I had a flat tire.

    P

    A

    C

    P

    A

    C

  • Ulterior Transactions

    Interactions, responses, actions which are different from those explicitly stated

    Example#1How about coming up to my room and

    listening to some music?

    P

    A

    C

    P

    A

    C

  • Some Selling Implications of TA

    Develop an adaptive selling strategy for parent, adult, child customersBest communication exchange for selling?Remember to respond in complementary mannerMost effective selling involves adult to adultStrokes, or positive interactions, importantVerbal (e.g. hello, compliment)Touch (handshake, pat on back)A giftListening

  • Being a Response Able Salesperson

    Recognize you cannot control anothers behavior, but you can affect their behavior by the way you respond to them.Remember you control your own behavior and thoughts.

    Keep things in perspective

    Dont sweat small stuff

    Give it test of time

    Ask if its happened before

    Distinguish what can be changed from what cant

    Focus on haves vs. have nots

    Have realistic expectations

    Life is not fair or perfect

    Bad (good) things happen, usually dont last forever

    Things dont always go according to plan

    People dont always act as youd like (remember ego state explanations, people have bad days, etc.)

  • Dealing with Difficult Customers

    Keep adult ego state in control of yourself.Dont get defensive, argumentative, emotional.Dont take it personally.Move cautiously, stay cool, remember complementary transactions and strokes.Do not need to take continued abuse.If handled well (e.g. didnt embarrass customer, allowed them to take something out on you), can turn out to be positive later.

  • Sales Quotes: Transactional Analysis

    When a relationship is right, details are negotiable;

    When tension is high, details become obstacles.

  • Sales Quotes: Transactional Analysis

    Rule #1:

    The customer is never wrong.

    Rule #2:

    If the customer is wrong, read rule #1.

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